Online Application Support System

Abstract

To provide an on-line application support system for performing remote support for an on-line application.SOLUTION: An on-line application support system comprises a server device 1, a user terminal 2 and a user terminal 3. The server device includes a display processing part for transmitting an application screen to a first user terminal 2 operated by a first user A and a second user terminal 3 operated by a second user B to display the application screen, a reception part for receiving an input of information from the first user terminal and the second user terminal through the application screen, a storage part for storing the inputted information as application information of the first user, and a telephone call processing part for establishing a telephone call between the first user terminal and the second user terminal, displays a camera image of the first user terminal in the second user terminal, and displaying a camera image of the second user terminal in the first user terminal.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present invention relates to an online application support system. [Background technology]

[0002] In recent years, applications for credit cards, My Number cards, and benefits have been made available online. Online applications are convenient because they can be completed at home, but they can be difficult for users who are not familiar with operating the Internet. For example, elderly people who are not familiar with using smartphones or personal computers may have their children or grandchildren come to visit them to show them how to apply.

[0003] However, if you live far away and don't travel often, you have little opportunity to receive information and are unable to apply online. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Patent No. 6402515 Summary of the Invention [Problem to be solved by the invention]

[0005] An object of the present invention is to provide an online application support system capable of providing remote support for online applications. [Means for solving the problem]

[0006] The online application support system of the present invention comprises a display processing unit that transmits an application screen to a first user terminal operated by a first user and a second user terminal operated by a second user and displays the application screen, a reception unit that accepts information input from the first user terminal and the second user terminal via the application screen, a memory unit that stores the input information as application information of the first user, and a call processing unit that establishes a call between the first user terminal and the second user terminal, displays camera footage of the first user terminal on the second user terminal, and displays camera footage of the second user terminal on the first user terminal.

[0007] The online application support system according to one aspect of the present invention further includes a biometric information acquisition unit that acquires biometric information of the first user from the first user terminal and biometric information of the second user from the second user terminal when a call is established between the first user terminal and the second user terminal and when information input via the application screen is completed, and an authentication unit that confirms whether the biometric information of each user matches and authenticates the application process. The biometric information is the voice of the first user and the second user. Effect of the Invention

[0008] According to the present invention, remote support of online applications can be provided. [Brief description of the drawings]

[0009] [Figure 1] 1 is a schematic configuration diagram of an online application support system according to an embodiment of the present invention. [Diagram 2] FIG. 13 is a diagram showing an example of an application screen. [Diagram 3] FIG. 1 is a schematic configuration diagram of an online application support system. [Figure 4] 4a and 4b are diagrams showing examples of application screens. [Diagram 5] 5a and 5b are diagrams showing examples of application screens. [Figure 6] FIG. 13 is a diagram illustrating a support example. [Figure 7] 7a and 7b are diagrams showing examples of application screens. [Figure 8] FIG. 2 is a diagram showing the configuration and functional blocks of a server device. [Figure 9] 1 is a flow chart illustrating a method for supporting online applications. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0010] Hereinafter, an embodiment of the present invention will be described with reference to the drawings.

[0011] As shown in Fig. 1, an online application support system according to an embodiment of the present invention includes a server device 1 that accepts applications from user A via the Internet, a user terminal 2 used by user A, and a user terminal 3 used by user B who supports the application of user A. The user terminals 2 and 3 are smartphones, tablet terminals, etc. Applications made by user A include, for example, applications for issuance of a My Number card or credit card, opening a bank account, and signing a mobile phone contract.

[0012] User A operates the user terminal 2 to access a website provided by the server device 1 and applies for a card issuance, etc. For example, an application screen as shown in FIG.

[0013] User A, who is unfamiliar with procedures using a website, presses the support button 2a on the application screen. Pressing the support button 2a, for example, launches a phone book in the user terminal 2. User A selects a person (user B) to request support for the application from the phone book and makes a call. A messenger app (chat app) may be launched, and a person to request support for the application from registered members may be selected and a call made. For example, user B, to whom user A requests support, is a relative such as user A's child or grandchild.

[0014] User A talks to User B and requests support for an application. When User A presses a recording start button (not shown) displayed on the user terminal 2, an automatic guidance is played back to prompt the user to utter a predetermined phrase for authentication. For example, as shown in FIG. 3, User A and User B each utter a predetermined phrase such as "OK application." The server device 1 records and registers the voices of User A and User B.

[0015] After voice registration, the built-in cameras (front-facing cameras on the touch panel side) of user terminals 2 and 3 are activated. As shown in FIG. 4a, the video signal captured by the imaging sensor of the front-facing camera of user terminal 3, i.e., the face of user B, is displayed in real time in display area 2g of user terminal 2. Also, as shown in FIG. 4b, the video signal captured by the imaging sensor of the front-facing camera of user terminal 2, i.e., the face of user A, is displayed in real time in display area 3g of user terminal 3. Thereafter, users A and B communicate while looking at each other's faces.

[0016] The application screen displayed on the user terminal 2 is displayed on the user terminal 3. The application screen is shared by the user terminals 2 and 3, and can also be operated by user B.

[0017] User B tells User A what information to enter on the application screen. User A enters information on the application screen following User B's instructions. Alternatively, User B enters the necessary information on behalf of User A. Figures 5a and 5b show the state after information has been entered in the name field on the application screen. The entered information is also displayed on the application screen displayed on user terminal 3.

[0018] Depending on the type of application, image data of an identification document such as a driver's license may be required. When User A or B presses the certificate upload button 21, 31 on the application screen, a selection button is displayed to select whether to use image data in the user terminal 2 or to take a new photo.

[0019] When user A or B selects to use image data in user terminal 2, a list screen of images in user terminal 2 is displayed on user terminals 2 and 3. User A, together with user B, selects the image of the required certificate from the list screen.

[0020] On the other hand, if user A or B selects to take a new photograph, the built-in camera of user terminal 2 (the rear camera on the opposite side to the touch panel) is activated. User B tells user A what documents are needed. User A prepares the documents and photographs them with the rear camera of user terminal 2. The touch panels of user terminals 2 and 3 display the image signal captured by the imaging sensor of the rear camera of user terminal 2, i.e., the documents. As shown in FIG. 6, user B checks how the documents are captured in the image and gives instructions on where to place the documents, the distance between user terminal 2 and the documents, the angle of user terminal 2, etc.

[0021] Once the certificate image has been uploaded and all items on the application screen have been entered, the completion button 22, 32 as shown in Fig. 7a and Fig. 7b will be displayed (activated) on the user terminal 2, 3. When user A or B presses the completion button 22, 32, an automatic guidance is played back to prompt the user to speak a specific phrase for authentication. This phrase is the same as when support started.

[0022] User A and user B each utter a predetermined phrase. The server device 1 records the voices of user A and user B and compares them with the voices recorded and registered at the start of support. If the voices match and it is confirmed that the user is the same at the start of support and at the completion of application, the server device 1 authenticates the application procedure and transmits a completion notification message to the user terminals 2 and 3.

[0023] In this way, according to this embodiment, user B can remotely support user A's online application.

[0024] Next, a description will be given of the configuration of the server device 1. The server device 1 generates an application screen and transmits it to the user terminal 2. When the user terminal 2 selects to use support, the application screen is made shareable between the user terminal 2 and the user terminal 3.

[0025] 8, the server device 1 is a server device including a control unit 10, a storage unit 12, and a communication unit 14. The control unit 10 is made up of a central processing unit (CPU), a ROM, a RAM, etc., and controls the entire server device. The control unit 10 realizes various functions by reading and executing an operating system (OS) and application programs stored in the storage unit 12.

[0026] The storage unit 12 is a storage area for storing programs, data, and the like required for the control unit 10 to execute various processes, and may be implemented by a hard disk, a semiconductor memory, or the like.

[0027] The control unit 10 has the functions of an application reception unit 100 and a support processing unit 110. The application reception unit 100 creates an application screen and transmits it to a user terminal. The application reception unit 100 stores application information input via the application screen in the storage unit 12. The application information includes information such as the applicant's name and address, image data of an identification document, etc.

[0028] The support processing unit 110 includes a call processing unit 112, a biometric information acquisition unit 113, an authentication unit 114, a display processing unit 116, and an operation reception unit 118, and performs remote support processing for an application.

[0029] When the support button 2a (see FIG. 2) on the application screen is pressed, the call processing unit 112 instructs the activation of the phone book of the user terminal 2. Furthermore, when the call processing unit 112 establishes a call between the user terminal 2 and the user terminal 3, it activates the front cameras of both terminals, displays an image captured by the camera of the user terminal 2 on the user terminal 3, and displays an image captured by the camera of the user terminal 3 on the user terminal 2, thereby enabling a video call.

[0030] The biometric information acquisition unit 113 acquires the voices of the users A and B as biometric information from the user terminals 2 and 3 at the start of support and at the completion of application, and stores the voices in the storage unit 12 .

[0031] The authentication unit 114 compares the voice acquired at the start of support with the voice acquired at the completion of the application for each of users A and B, confirms that the users are the same at the start and completion, and authenticates the application process. After authentication, the authentication unit 114 transmits a completion notification message to the user terminals 2 and 3 by SMS (Short Message Service) or the like to notify that the application process has been completed normally.

[0032] The display processing unit 116 transmits the application screen displayed on the user terminal 2 to the user terminal 3 as well, and causes it to be displayed.

[0033] The operation reception unit 118 receives input operations of various information from the user terminals 2 and 3 via the application screen, and stores the input information in the storage unit 12 as application information of user A. As a result, the user terminals 2 and 3 share the application screen, and both users A and B can operate the application screen.

[0034] Next, the online application support method according to this embodiment will be described with reference to the flowchart shown in FIG.

[0035] User A accesses the application site using user terminal 2 (step S1).

[0036] When user A presses support button 2a (see FIG. 2) on the application screen, a phone book is launched in user terminal 2. User A selects user B from the phone book for whom he / she wishes to request support, and calls user B to request support for the application (step S2).

[0037] The server device 1 records and registers the predetermined phrases uttered by the users A and B (step S3).

[0038] The server device 1 displays the same application screen as that displayed on the user terminal 2 on the user terminal 3 of user B, and starts screen sharing (step S4). In addition, the face of the call partner is displayed on the user terminals 2 and 3, enabling a video call.

[0039] User B instructs User A on what to enter in each field on the application screen and how to enter the information, and then inputs the information. User A may operate User Terminal 2 to enter the information, or User B may operate User Terminal 3 to enter the information.

[0040] When all items have been input, including uploading images of the identity verification documents (step S5), the server device 1 acquires a predetermined phrase uttered by the users A and B. The server device 1 confirms that the users are the same from the acquired voice and the voice registered in step S3, and authenticates the application process (step S6).

[0041] The server device 1 transmits a completion notification message to the user terminals 2 and 3 (step S7).

[0042] In this way, according to this embodiment, user B can remotely support user A's online application.

[0043] The authenticity of the certificate whose image has been uploaded may be determined using the authenticity determination method described in JP 2020-177368 A.

[0044] In the above embodiment, the voice registered at the start and end of support was used to confirm whether the user is the same or not. However, the biometric information acquisition unit 113 may acquire other biometric information such as a face image, iris, or fingerprint instead of or in addition to the voice and use it to confirm the user.

[0045] In the above embodiment, an example was described in which user A selects a person to request support from a phone book, but if there is no such person, the call may be connected to a customer center staff member so that the same support can be requested.

[0046] Although the present invention has been described in detail with reference to specific embodiments, it will be apparent to those skilled in the art that various modifications can be made without departing from the spirit and scope of the invention. [Explanation of symbols]

[0047] 1. Server device 2,3 User terminal

Claims

1. a display processing unit that transmits the application screen to a first user terminal operated by a first user and a second user terminal operated by a second user and displays the application screen on the first user terminal and the second user terminal; a reception unit that receives input of information from the first user terminal and the second user terminal via the application screen; a storage unit that stores the input information as application information of the first user; a call processing unit that establishes a call between the first user terminal and the second user terminal, displays a camera image of the first user terminal on the second user terminal, and displays a camera image of the second user terminal on the first user terminal; a biometric information acquisition unit that acquires biometric information of the first user from the first user terminal and acquires biometric information of the second user from the second user terminal when a call is established between the first user terminal and the second user terminal and when information input via the application screen is completed; an authentication unit that performs authentication of the application process by confirming whether the biometric information acquired at the time of establishing the call of each user matches the biometric information acquired at the time of completing the information input; An online application support system equipped with

2. The online application support system according to claim 1 , wherein the biometric information is voice of the first user and the second user.

3. The online application support system as described in claim 1, wherein the biometric information is a facial image, iris or fingerprint of the first user and the second user.

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